Senior Customer Success Manager
London
Customer Operations – Customer Success /
Full-time permanent /
Hybrid
About Achievers
The "Achievers Employee Experience Platform™" empowers employees to recognize each other in real time and aligns them to the values and goals of the company. With almost 4 million global users, the Employee Experience Platform enables employees in over 170 countries. Visit us at www.achievers.com to learn more, and check out our platform in action here. Join us in our mission to Change the Way the World Works™!
Our commitment to you:
At Achievers, we hire you for you because we value the unique perspective and individuality that each person brings to our team. We are committed to creating an inclusive, diverse, and equitable workplace where you belong, and your contributions are celebrated. You'll have the opportunity to collaborate with a diverse group of colleagues who appreciate your strengths and are excited to learn from your experiences.
We are looking for a Strategic Customer Success Manager to join our team in the UK! As a Strategic Customer Success Manager you will be responsible for driving strategy for the Achievers recognition and engagement platform while showcasing value for some of our biggest customers. You will play a key strategic role with our customers across EMEA by developing proactive account plans, effectively mitigating risks, promoting product adoption, consulting on best practices, deepening relationships with senior stakeholders, and managing the sales cycle for renewals, up-sell/cross-sell, and expansions.
If you are passionate about delivering success for customers, have a strong knack for hunting out sales opportunities, and a flare for technology you’ll fit right in!
Responsibilities:
- Develop, maintain, and execute strategic account plans across a customer base
- identifying risk, cross-sell/up-sell and expansion opportunities
- Maintain an active pipeline of forecasted renewals and expansions to meet quota objectives
- Position yourself as a strategic partner to executive stakeholders and develop new relationships across your customer portfolio
- Continually identify and evaluate value drivers for each of your accounts
- Provide expertise on the Achievers platform and highlight key features and functionality allowing the customer to execute against their company & people strategies
- Establish measurable goals and KPIs for your customer accounts
- Drive usage and adoption of the platform and communicate best practices
- Meet with your customers face-to-face to plan program rollouts and explore cross-functional use cases where Achievers can help meet needs
- Regularly connect with customers to update on outstanding queries, reports and campaigns
- Lead customer workshops and training around product updates & new features
- Provide regular status reports to stakeholders on progress against established goals and manage account escalations
- Understand your customers’ requirements and their level of adoption of the Achievers platform to proactively assess risk in upcoming contract renewals
- Recognise your peers for being awesome!
Qualifications:
- Are a hunter with a passion for finding new opportunities
- 5 years of CSM/Account Management experience at a software/SAAS company
- Manage complex, concurrent sales cycles from start to finish with a track record of successful revenue attainment
- Have a consistent track record of exceeding your renewal and revenue goals
- Strong business acumen and proven ability to influence decision makers in various sizes of organisations
- Proficiency with CRMs such as Salesforce & other Customer Success Tools e.g Catalyst
- Experience in preparing and delivering presentations targeted to a senior audience
- Ability to explain technical solutions, establish goals, develop opportunities, and provide reporting/dashboards to identify trends
- Demonstrated analytical skills utilising Excel and/or PowerPoint to arrange and display relevant information during customer business reviews
- Can build long standing relationships across the business to nurture complex sales cycles
- Strong customer-facing skills including expectation management, communication skills, information management
- Bachelor’s Degree preferred
Why you’ll love working at Achievers:
We are passionate about disruptive technology that’s rooted in science, research and data.
We understand the value of employee success in the workplace and have been recognized in numerous publications for our contributions to HR, for technical excellence, and for our outstanding workplace culture!
We foster an environment of connection, security, and community. You’ll feel at home, without reservation.
We believe in moving quickly, failing fast, and adapting to change.
We enjoy coming to work every day because we believe in our product and love our culture.
We’re committed to achieving excellence in everything we do.
Achievers does not offer employment to prospects without first ensuring that qualified candidates speak directly with the hiring manager and a member of our HR team. All qualification will be done face-to-face, whether that is in person or over Zoom. Achievers does not send out offers of employment without meeting candidates and does not offer employment via text. If you are requested for any personal information via text and/or without having met a member of our hiring team in person, please disregard.
Our employees are a diverse and inclusive team of passionate, hardworking individuals. Achievers is committed to creating an environment where our employees can do the best work of their lives. We encourage all qualified candidates to apply to join our A-Player family. Accommodations are available on request for candidates taking part in all aspects of the selection process.
Achievers is an equal opportunity employer. We encourage applications from candidates of all backgrounds and experiences.
Achievers is committed to ensuring an inclusive and accessible recruitment process for all candidates. If you require any accommodations for your interview, such as assistive technology, wheelchair accessibility, or alternative formats of materials, please let us know. We are happy to make necessary arrangements to support your needs.
